Service Desk Support Analyst

Service Desk Support Analyst

Location: Remote

Position Overview:

We are seeking an experienced Service Desk Support Analyst to provide first-line technical support for a large enterprise environment supporting approximately 5,000 end users. This role is responsible for delivering high-quality IT support by resolving technical incidents and service requests while maintaining excellent customer service standards. The ideal candidate will have strong troubleshooting skills across Windows, macOS, Microsoft 365, Active Directory, VPN, networking, and endpoint devices.

Minimum Qualifications

High School Diploma or GED with 4 years of Technical Support or Service Desk experience.

Education Substitution

Associate's Degree may substitute for 2 years of required experience.

Bachelor's Degree may substitute for the entire 4 years of required experience.

Desired Skills:

1. Strong knowledge of computer hardware, software, and mobile devices.
2. Experience supporting Windows, macOS, and mobile operating systems.
3. Understanding of networking fundamentals including:

• TCP/IP
• DNS
• DHCP
• VPN

• Experience with Active Directory and Group Policy.
• Knowledge of endpoint security solutions.
• Familiarity with ITIL best practices for Incident, Problem, and Asset Management.
• Ability to diagnose and resolve complex technical issues.
• Strong analytical and problem-solving skills.
• Experience prioritizing and managing multiple service tickets.
• Excellent verbal and written communication skills.
• Ability to identify recurring technical issues and recommend improvements.
• Awareness of IT security principles and incident reporting procedures.
• Strong customer service and interpersonal skills.
• Ability to work independently in a fast-paced environment.
• Adaptability to changing technologies and business requirements.